Embassy Suites by Hilton Santa Ana Orange County Airport

Location

Incompetent and unprofessional staff!

I liked the free breakfast and the variety of food they serve for guests during breakfast time. I liked the indoor pool, jacuzzi and the location of the hotel. I also liked having microwave and fridge in the room.

The number that was listed in the email to contact for any information does not work or nobody’s picking it up. I’ve called multiple times prior to arrival but nobody ever answered until I decided to call the main hotel number. The phone and TV in the room does not work. Some buttons on the elevators doesn’t work. The pool water is cold Towels are very rough and some have ripped and stained The pull out bed mattress is the worst I’ve ever laid on, it’s like lying on a spring only with no mattress support. Giant cockroach in front of the elevator

Free breakfast and pool

Key to room not working well No sufficient seating for breakfast Not enough parking spaces

The staff was nice and tried to make it right

No hear the room was very cold the area was not safe no security the hotel is very run down does not seem clean sofa bed completely broken

The cook to order breakfast.

Everything was old and rundown. The floor was warped by the bed. It had a significant slant. The slider door didn’t close properly. The bathroom was rusted.

Good location

Room was hot, this is the second time I’ve stayed at this property and the rooms were hot. Another party stated same issue

There was honestly nothing good about this stay. I can't believe Hilton would put their name on this property.

The phone in our room didn't work, so when we discovered that our suite had no sheets/blankets/pillows for the pull-out couch, we had to call on our cell. But after being on hold for seven minutes, we had to give up and go searching for an employee (our children were exhausted from traveling and we needed that bedding immediately). The balcony to our room had these gross sandbags on it for no apparent reason. Our room wasn't cleaned/beds weren't made for the duration of our stay. We asked for more shampoo one day, and while it was brought to our room, it was left laying on the sofa and not installed in the shower, as it should have been. The stairwell was dirty and had garbage bags blocking the steps. We had to use the stairs frequently because the hotel had five elevators, but only two or three were working at a given time, so the wait for an elevator got ridiculous sometimes. Speaking of non-working elevators, the construction noise at this hotel was almost unbearable. I know hotels need to make renovations, but the very least that could have happened is someone could have reached out and told us so we could stay somewhere else if it was going to bother us. We have two small children that are still of napping age, and they were unable to get a decent nap at this hotel because of the constant sound of construction noises. We went to the pool twice during our stay (we couldn't go the first day because it had caution tape around it—no explanation as to why taped to the door or anything, and I asked someone at the front desk and they didn't know). On the first visit to the pool, there were two towels on the rack, which wasn't enough for my family, but we made it work. On the second visit, there were no towels at all. The phone in the pool area also didn't work, so I had to leave my kids to ask for towels. No one ever brought any, so I had to lead them through the lobby soaking wet.

The omelette in the morning.

Everything about my stay